The following is a general sketch of a book/CD product to teach/learn specialized English. It is meant as an example from which to begin discussions, if desired, about contract work to develop products like "Obchodni jednani v anglictine" ("Meetings in English").
Title: Customer Service English
Aim(s): The user will learn the basic words and phrases for giving customer service in common situations. S/he will also learn or review a few customer service principles.
Audience: Intermediate and above English proficiency.
Section I: At work
+ at the reception desk (first impressions)
+ in a retail shop ("may I help you")
+ handling the service request ("give 'em what they want")
Section II: On the phone
+ from the helpdesk (practical information)
+ with difficult customers ("the customer is always right")
+ responding to inquiries ("information, please")
Section III: In correspondence
+ offering after-sales service (repeat business)
+ using e-mail ("mind your manners")
+ responding to information requests ("this and much much more")
Notes:
1. Each section (module) will be built on situations to contextualize the language. Each situation will refer to one or more principles of customer satisfaction.
2. An introduction will give a rationale for customer service. Perhaps a short presentation video or audio file with transcription.
3. The modules will be different paths through the material (non-linear learning). You can start anywhere and get to the end of that module, and then choose another, or bookmark your place to return later.
If you find this sketch of interest, let me know.
28.02.2005
